A State-Of-Art Review Of Total Quality Management Application In Service Sector

Abstract

Over the past two eras, total quality management (TQM) has become more broadly used management short form and is looked upon as the buzz, discussion in the management practices and has proven that there is a rapid shift in the application of TQM in diverse industries from manufacturing to the service organization. TQM has become a key field of responsiveness to directors, managers, quality practitioners and researchers due to its robust impact on business operation, customer satisfaction and profitability in the sphere of hospitality, education, banking, information and communication technology as the service sector, manufacturing, and even in the public sector to restore their service quality and enhanced job performance. In the light of this, an endeavour has been worked to study and recognize the theory and perception of TQM, its benefits as well as various features of service elements and its categorizations which are applicable to the avail organization. This study has explored all the literature relevant to critical success factors for the implementation of TQM in the selected service organization. This report recognizes the critical factors of TQM and highlights the approaches of quality improvement strategies for an efficient and effective implementation of TQM in business, manufacturing and service sector. Many practices have reached at the conclusion that effective TQM implementation can progress their competitive skills and provide strategic benefits in the market. The determinations of the study also provide a comprehensive understanding of TQM, its uses and present detailed guidelines and explanations of effective implementation of TQM for the betterment of the service sector.